CRM Manager (Student Recruitment and Marketing) - External Relations - 9993

at  University of Birmingham

POSITION DETAILS

External Relations
Location: University of Birmingham, Edgbaston, Birmingham UK
Full time starting salary is normally in the range £35,880 to £45,163 with potential progression once in post to £47,874
Grade: 7
Full Time, Fixed Term contract up to April 2027
Closing date: 10th February 2025
This role is also open as an internal secondment opportunity which would need to be agreed by your current line manager.

REQUIRED KNOWLEDGE, SKILLS, QUALIFICATIONS, EXPERIENCE

• Degree level education in a relevant field - where no equivalent qualification is held, significant practical relevant experience and expertise in a similar role will be required
• Extensive experience in customer relationship management and/or marketing, and using Microsoft Dynamics.
• Experience in the education sector or a large, complex organisation is desirable.
• In-depth knowledge of Microsoft Dynamics CRM and its marketing/sales capabilities. Certification in Microsoft Dynamics CRM or a related discipline is an advantage.
• Demonstrable project management skills and experience with complex campaigns and processes.
• A strong understanding of, and experience in, using Customer Relationship Management (CRM) systems to develop clear communications strategies.
• Experience with marketing automation tools and data visualisation software (e.g., Power BI).
• Strong understanding of digital marketing principles and customer journey mapping.
• An understanding of, and experience in, managing data quality, consistency, importing and cleansing data, data structure, and GDPR/CMA compliance.
• Excellent standard of communication, with ability to take complex data and translate it into informative and accessible content across multiple channels.
• Proficiency in data analysis, segmentation, and reporting to inform strategic decisions, and ability to interpret complex datasets and translate findings into actionable insights.
• Understanding of the complexities and competing factors related to higher education recruitment.
• Creative and innovative approach to problem solving.
• Proven negotiation and influence skills.
• Well-developed administrative and organisational skills, with proven ability to pay attention to deadlines and detail.
• Excellent interpersonal skills and a ‘can-do’ attitude, with an ability to bring people together to work towards a common goal.
• Ability to engage with and influence people in senior positions.
• Ability to work under own initiative and juggle multiple priorities at once.
• Experience of managing agency relationships.
• To constantly exhibit values and behaviours consistent with the University’s and External Relations’ framework. Have excellent communication skills and the ability to work with colleagues at all levels.
• Evidence of literacy and numeracy, with the ability to write clearly, and to analyse information and data.Knowledge of the protected characteristics of the Equality Act 2010, and how to actively ensure in day to day activity in own area that those with protected characteristics are treated equally and fairly.
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  Informal enquiries to Adam Gore, email: a.gore@bham.ac.uk
  View our staff values and behaviours here
  We believe there is no such thing as a ‘typical’ member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas, innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN, Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability, which is a key part of our strategy . You can find out more about our work to create a fairer university for everyone on our website

ROLE SUMMARY

The CRM Manager (Student Recruitment and Marketing) works as part of a wider Product team to manage the strategic development, implementation and operational management of our customer relationship management (CRM) system, Microsoft Dynamics. This involves managing stakeholder relationships between the Student Recruitment & Marketing team and the Product team to represent business needs as the project develops and progresses to full product implementation.
You will play a pivotal role in building and enhancing our engagement with prospective students and other stakeholders, leveraging data-driven insights, and working collaboratively to ensure that we build a system fit for the future of student recruitment and marketing.
Working closely with Heads of Team and the Director of Student Recruitment and Marketing, the post holder will actively engage with all stakeholders as we develop a new CRM solution for use in our student recruitment and marketing work, across the broad spectrum of marketing, events, stakeholder engagement and management, and campaigns. The post holder will work with the rest of the SR&M division to roll out the solution once built and support colleagues in understanding how to get the most out of the system and its constituent parts, putting in place appropriate best practice and training as we continually evolve our use of the system.
The successful candidate should have extensive experience in a CRM/marketing role, with a demonstrable background in successfully building relationships and communicating with colleagues, and with strong experience managing projects across digital channels, with direct experience of using Microsoft Dynamics. They should be a creative thinker with excellent attention to detail, and a quick learner who is happy to work independently. They should thrive on the opportunity to produce innovative solutions to any challenges facing the Student Recruitment and Marketing team and demonstrate the ability to work with a variety of stakeholders at all levels.
The post holder will interact with others from across the organisation as the new system is rolled out widely, with the plan for an end-to-end solution across the full student lifecycle in the coming years. The CRM Manager (Student Recruitment and Marketing) will work collaboratively across the University and will have excellent interpersonal skills. They will be confident presenting ideas and plans to the wider University community, with the ability to understand complicated information and communicate it concisely. This position is required to use judgement in solving problems and should be comfortable working with external agencies and partners to plan and deliver work as necessary.
This role would be suited to someone with Microsoft Dynamics experience, excellent communication and organisation skills, experience managing complex and concurrent projects, and managing complex relationships across large organisations.